Customer Service Specialist

Customer Service Representative

BTC Bank is a community bank founded on the traditional values of personal customer service. Our continued tradition of serving our friends and neighbors with courteous, professional banking services maintains its standard of excellence today. We strongly support our local communities. We are proud of the roots of our past and prepared for the growth in our future.

This position will be based at our Glasgow, MO location. CSR hours 8am-5pm, 30 hours per week, including Saturday rotation of 8am-12pm.

Customer service representatives respond to customer inquiries via telephone and face-to-face meetings.

Information about the role:

• Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, and check verification requests by third parties.
• Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary. Research customer questions regarding electronic funds transfers and initiate "Reg E" disputes when appropriate, including the completion of all necessary documents and affidavits.
• Cross-sell bank products and services based on customer needs in accordance with the banks' program standards.
• Relate customer requests for service charge rebates to the assistant vice president and vice president of operations.
• Process necessary paperwork to rebate customer service charges.
• Verify information on ATM/debit card applications to the information in customer database.
• Send exceptions to personal banking counselors for corrections.
• Update the system with messages regarding ATM/debit cards and service charge rebates.
• Balance customer checkbooks.
• Perform customer requested research, including printing statement and check copies.
• Input, maintain and/or delete ATM and debit cards within system.
• Transfer funds to cover customer overdrafts as directed by bank operations.
• Notify the research and adjustment coordinator of required adjustments as reported by customers.
• Contact customers to notify them that check orders and/or debit cards are ready to pick up at the bank.
• Distribute to customers and properly log all "hold statements" and check orders held by the bank.
• Act as backup to the receptionist, ATM/debit card coordinator and safe deposit vault attendant.
• Escort appropriate bank personnel into the vault and maintain dual control for safekeeping access and official check and ATM card requisition.
• Monitor the "bad address" report and attempt to track down customers and obtain updated information.
• Assist the operations processing specialist by verifying the accuracy of document images.
• Open, set timers and close the safe deposit vault utilizing dual control.
• Conduct call-backs to external check printing companies to verify customer information.
• Process lockbox payments, including deposit preparation and daily report transmission.
• Contact customers to obtain necessary signatures on items with missing or irregular signatures.
• Maintain the bank's files for currency transaction reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, powers of attorney, court orders, levies, miscellaneous deposit documentation and general correspondence.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• Previous cash handling experience preferred.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office Word, Excel and Outlook).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

Physical Requirements:

• This position requires manual dexterity, the ability to lift files and open filing cabinets. This position requires bending, stooping or standing as necessary.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to communicate clearly and effectively.

EOE/Veterans/Disabled